Surface Encounters

They did a good job. The pricing was very reasonable.

I went in because of an ad. All of their other prices included installation, but this ad didn't make it known that installation was NOT included. We were set to go, my credit card had already been charged, when I realized that the price was much higher than I expected, by roughly $1000. Come to find out, they hadn't informed me that the installation raised the price from $26 to $39 per square foot. I had them reverse the charge and I walked out.

My sales person Allison handled the sales part well. The person who came out and measured was professional and thorough. The installation guys did their job well and were personable and friendly. The plumber that came out however was incredibly rude and condescending - complained the entire time he was there and installed one faucet with a missing washer which resulted in a leak. I relayed this in detail to the office as well as needing to have some adjustments for my stove which didn't fit back in completely. The repair (which should take all of 10 minutes) is scheduled out for two weeks (fortunately my stove is functional but I wasn't asked about that) and there was absolutely no mention/apology/etc for the plumber. As a service professional myself i feel there is no excuse for not acknowledging and apologizing for less than professional service. While I may consider using them again, if they only use the one plumber that would kill the deal. Bottom line, the front end service was good, but the follow up has been less than acceptable.

It went great! The folks who work at their showroom are extremely nice and very knowledgeable about their different products and services. They have a wide variety of granite, marble, and quartz to choose from, and their showroom is set up very well. They provide personalized service, are upfront about pricing, and not at all pushy sales people. On installation day, they arrived at our house exactly when they said they would. They removed and hauled away our old countertops, installed the new granite countertops, and also installed the new sink and faucet. Everything looks fabulous! They provide a high quality product and service. We had an issue with extremely low water pressure from the new faucet, which was no fault of Surface Encounters. When we called to inquire about this, they immediately scheduled the plumber to come out the following day. The plumber was explained that the brand faucet we purchased (from Lowes) is known for having low water pressure. He was knowledgeable enough to take apart the faucet, and remove a piece that caused this low water pressure. They didn't charge us a dime to do this, and water pressure is now perfect. This place is top notch and we will continue to use them! You won't find better prices or service anywhere else!

The whole experience was very pleasant. Melissa was our salesperson. She was very thorough and patient. She explained the differences between the types and grades of stone. They have a good selection at their shop but also sent us to view a much larger selection at a granite yard. The installers, Tim and Oscar, could not have been more professional. They were on-time, polite and very conscientious about their work. It really came out nice. The seams are virtually impossible to find. They also installed an undermount sink as well.

1). The salespeople told me they specialized in almost invisible seams. But one of the seams on the installation has over 1/4 inch of '"caulking" between the seams - I personally think they cut the piece wrong and installed it anyway, by shorting one end and adding extra "caulking" 2) They had sticky gadgets to anchor the dishwasher to the granite top, but refused to install them. Said that a plumber would have to do it. As the dishwasher was all plumbed and working and the only requirement was connection to the granite, to me this was very much and 'granite' issue, not a plumbing one. 3) There was an issue with the clear "caulking" around the sink and faucet within a week of installation. But I was able to contact the installer directly and he came by and used a razor blade to remove the old discolored caulking. (I personally think that the area was wet when they installed it, which caused the problem. It has not done it again in the 2 years since installation.) 4) While he was there, i pointed out some chips on the edge of the counter. He said fixing this was covered from the install. (Also said that he always runs his finger all along the edges when he does the installation to check for this. - But I was there and watching and he did not to this on my installation.) . He said he didn't have the material need to repair these, but would put it on his schedule and let me know when he could return. I didn't hear from him, but I did see him at a restaurant. I ask him about it and he said he said he had let this slip and I should call the office and set an appointment. Called them, said I had to call Michigan to get service. I called the office in Michigan and after some messages back and forth, finally got a hold of a service representative. However, she said that the time had expired and that it was not covered. I told her that their own installer could verify that the problem existed since the installation. She just re-quoted the time limit (repeatedly at least 4 times) and said that was all that mattered. Her responses and attitude clearly indicated that the company's only concern was getting the money - they had zero interested in customer service. I ask her to let me speak to a supervisor... She refused. !!!!!!!!!!!!!!! I let all of this slide - as I just don't have time in my life to deal with all of the negativity this company invoked. But now it is 2 years later. The granite is not longer smooth, but has ruff patches in a 1 - 2 foot square of the counter that is rarely used. The sales people had talked me into paying $350 dollars for extra sealant that should protect the granite for 15 years. so I thought it should be good for at least 2. After a week of again trying to reach "Customer Service", I was told that she would gladly CHARGE me to have someone inspect it. Based on my experience, If you expect to have customer service, you need to deal with a different company. PS: I have a strong dislike ear piercings where they have the giant holes in the lobes. Freaks me out. So, I have to say one of the installers definitely lacked a 'professional' appearance. But that is just me.

it looks fine. we are happy with the final outcome and are confident it will help the sale of the house. Once we get a new home, we will use them again if we need new countertops!

Our counter tops were old and dated. After checking out the Carmel design shops, big box stores and other supply stores, we were very pleased with Surface Encounters selections, quality, and price. We had Surface Encounters do the entire job; tear out, installation, plumbing, re-connections and the end results were perfect! Everyone we dealt with, from Luc in Sales, to the installers and plumbers were courteous, professional, and very patient with our numerous questions.

They were on time for the appointment. They did a good job. They did forget one piece but brought it in and resolved the issue quickly and professionally. The finished product looks good.

They use nice product. We used them because we like what we found in their showroom.

We worked with Allison from the south side store .. she couldn't have been better to work with and offered great suggestions and was very attentive to us during the whole process. The measure guy wasn't the most personable .. wanted to come by 3 hours before the actual appointment .. a little combative when we were discussing that we planned to over mount our sink vs under mount .. however he got the job done efficiently and quickly. There was a small misunderstanding with our install date, but, we got it resolved and proceeded with the install .. the guys who did the install did a wonderful job .. cleaned up and were fairly quick about it .. the counters look great and we feel we got a great value over other stores we price compared.

It was very good. I had a good experience and no problems or issues with the estimate and plan. They beat the job as far as the estimate. Everything was fine.

They are very prompt. They did exactly what they said. They were very responsive. I really liked them. They are great. They are very professional.

We did not have a good "encounter" with this organization. We stopped into their showroom and saw a piece of granite we really liked. However, it had already been sold to a previous customer. We asked sales rep #1 to try and locate a similar piece of granite which they did, but it was located in Michigan where the company is based. Sales rep #1 emailed us a picture of this granite and we asked if we could see it in person. We were initially told no and that we would have to make our decision based on the picture. We weren't comfortable committing to move forward without first seeing the granite in person. This concern was communicated to sales rep #1 who responded by saying the granite could be shipped from Michigan to Noblesville with a $1000 refundable down payment. We weren't comfortable with this arrangement either. I went into the same showroom about a week later and talked to sales rep #2 about where we were in the process and what challenges we were facing. Sales rep #2 said they could transfer the granite from Michigan to their Noblesville location without mentioning any cost. This led me to question why sales rep #1 requested a $1000 down payment. This inconsistent communication with the sales reps led me to call a manager at the Noblesville office. I communicated to the manager the conflicting messaging we had received. The manager confirmed they could transfer the granite from Michigan to Noblesville with a $1,000 down payment. Again, we didn't agree with their request and the manager ended up discounting the fee to a $300 refundable deposit. We agreed to this amount and were told there were frequent trips transporting granite from Michigan to Noblesville. The manager indicated the granite would be available for us to look at in approximately 5 days and he would call us when it arrived. Approximately eight days passed and we had not received a phone call from the manager. As a result, we initiated a phone call to the manager who confirmed the granite had not yet been loaded on a truck to be transported to Noblesville. The manager indicated it would be an additional 7 days (approximately) before it would be available for us to look at. We had put so much work into just making arrangements to see this granite that we thought how much work will we have to put into this process once they began installation. Needless to say, we requested to have our credit card refunded and called a different granite company. Save yourself the stress by working with a local granite company that has relationships with local granite distributors that allow you to see the granite in person.

The color was initially not what I was hoping for, however, It has turned out beautifully and I love it now! They did a good job with the install and I would recommend their services to others.

Overall, it went well. I started by visiting the showroom and picking out the countertop. Since it was a small job, I was looking for a remnant piece. There was a remnant in the countertop that I wanted, but it sold before I could make a downpayment. I asked the salesman to call me when another became available. He called me within the month. I purchased the countertop 9/27/2014 with 50% down. One week later the job was measured. A few days later I was contacted with an installation day (10//16/2014). The installers arrived on time and did a great job. The countertop needed to sit for 24 hours before the plumbing could be reconnected. Due to my schedule, the plumber was to arrive on 10/23/2014 between 8-10 am. I waited until 10:15 and starting calling Surface Encounters office in Noblesville. No one answered the phone and I did not have the name and phone number to reach the plumber. I drove to the showroom and discovered that they were moving across the street and the phones had been moved. I described the problem and requested that the plumber come later that day or a refund of the charge for the plumbing. The scheduler told me that she forgot to call the plumber about my job that morning. She called him and he was able to come at my convenience later that afternoon. They were also willing to give me a refund so that I could hire a different plumber. The plumber arrived on time after calling to verify that I was home. The work was completed to my satisfaction. Everyone that I had contact with this installation were professional and helpful.

Melissa at Surface Encounters did a fabulous job. First of all, they really make it easy because their showroom hours include some time in the evening on weekends. It's so hard to work with some vendors when their hours don't include evenings and weekends! They have all their granite out on display so it's easy to walk among the samples and look at the choices. Melissa gave me a good estimate with a sample and pictures of another installation of the same granite with cherry cabinets (similar to what we were considering.) The installation went very well. They also have very good prices for their plumber to come out and hook up the sinks. When one of the faucets developed a slow leak, they were VERY responsive at coming out as quickly as possibly. It turns out to be a hardware problem (I provided the faucets for them to install) but they never fussed when it was clear it wasn't their mistake.They just worked to make me a happy customer and I am!

We purchased new granite kitchen countertops. Overall the process was very smooth. Their pricing was pretty standard, I didn't feel like we got a great price but I don't feel like we overpaid either. The installation went smooth as well, though there was a lengthy 2-week delay between measuring for the countertops and having them installed. One of the installers scratched our brand new hardwood floors with a small piece of granite. When I called, Surface EnCountrs didn't hesitate to take care of it, great customer service!

We had good experiences at the showroom. Luk was no problem at all to work with and was very helpful. We chose Surface Encounters because they were almost $700 less for the same granite style as 2 other providers. The person who came to do the laser measurement did fine until I realized 2 things we discussed and decided to do were not included on the work order when they came to install. I let that go and will do without the granite window sill (which was his recommendation), but one item was the brackets required to hold the bar up. The installers didn't want to put them on because they were left off the work order and I told them I wouldn't accept it without it. This bar is over 6 feet long. They did install them reluctantly. I also asked the installers if they would cover the wood floors and they said yes. The next sound I heard was our old breakfast bar hitting the hardwoods... no protection, huge dent. I had a talk with them and physically covered the floors myself at that point. Lots of issues with the installers and a general lack of respect for the home, very poor clean up, not taking all the demo'd old countertop when they left, leaving granite chunks and rocks in the driveway. I expressed my concerns to Luk at the showroom and while he was appreciative of the feedback and polite, no action was taken except to send them back for the bar top they were supposed to take as part of paying for demo. They told me at that point they didn't take it because it had a piece of the former support attached to it--it simply needed removed--they never mentioned that to me or asked me to look at it on install day. Again, they left without sweeping up their mess in the driveway. Aaron the plumber through SE who came the following day to do the sink and faucet was very good and pleasant to deal with. The actual countertop does look very good is is fabricated nicely. I just couldn't wait for the installers to leave and found them disrespectful and for that reason I can't give a better review. I hear they have 4 install crews... I'd sure ask for the best one! We have paid in full and love the countertops and aren't seeking any more action. Project done!

Very professional and pleasant from the get go. Salesperson, measure person, installers and plumber were all very easy to work with. Amazed at how quickly everything was done. Granite is beautiful!! Only one small complaint. Did not bother to vacuum out the cabinets in the baths when done. Otherwise, great with very little damage to drywall for the most part..

We really enjoyed working with our salesman, Luke in choosing the countertops and throughout the entire process. All of the employees involved in the measuring, installation, and plumbing were prompt, efficient and professional. The countertops are gorgeous and although we did an entire remodel of the kitchen, the first response from our friends and family are regarding the gorgeous granite. The granite was beautifully cut and installed and the seam at the sink is almost invisible. I would highly recommend this company for the value, quality and service that they provide. It was so convenient to have their plumber complete the installation of the sink and our dishwasher.

I immediately called and explained we had our plumber coming the next day and needed the other hole drilled. I was transferred to a voicemail and after 2 days (after our plumber already came out). I received a call back saying the next available time they could come out to drill the hole was 3 weeks from now. So now I have to pay my plumber to come out a second time and wait 3 weeks because they didn't do the job the right way the first time. I will say the granite tops are very nice but I'm very disappointed at the lack of professionalism and it is apparent this company is too concerned about commissions and mass production and not concerned with customer satisfaction.

Worked above and beyond to meet my special requests in the quote. Provided a very competitive quote; however, given a competitor's price and additional one off item up for sale - only available with having them do the work - I went with another company.

Everything went very well Steve at south side showroom very helpful and knowledgeable about product. Schedulers who called very nice and polite. All appointments from measuring to installation were called and confirmed. Crews and plumber all called before arriving. Everything explained thoroughly before it happened and all went as planned. My only complaint is advertising you go to showroom thinking you are going to pay a certain dollar amount per square foot but when they throw in all the extras your final price is quite different. So advertising is a bit misleading but they do provide a one stop shop for all the services needed.

I was very happy with the job that they did.